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Complaints and feedback
Complaints Form
We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.
To pursue a complaint please complete this form and the complaints administrator will deal with your concerns appropriately.
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Complaints Process
We are aware that some minor complaints can be resolved immediately with patients and this is obviously the best method in these circumstancess. Our complaints procedure is intended for those situations when a simple explanation is not possible.
The Practice has nominated Mrs Janet Waters as their Complaints Administrator, to be responsible for managing the procedures for handling and considering complaints in accordance with the Policy and Procedure. The Practice has nominated Dr Gita Desai as its GP Complaints Lead Responsible Person, to be responsible for ensuring compliance with the Policy and Procedure, and in particular ensuring that action is taken if necessary in the light of the outcome of a complaint.
- Patients will be encouraged to complain in writing where possible. If this is not possible then an appointment with the complaints administrator will be arranged, this may not be on the same day.
- All complaints will be treated in the strictest confidence.
- Patients who make a complaint will not be discriminated against or be subject to any negative effect on their care, treatment or support.
- Where a complaint investigation requires access to the patient's medical records and involves disclosure of this information to a person outside the Practice, the complaints administrator will inform the patient or person acting on their behalf with the consent of the patient.
- The Practice will maintain a complete record of all complaints and copies of all related correspondence. These records will be kept separately from patients' medical records
As a practice we are obliged to acknowledge the complaint within three working days and provide an explanation within thirty days. Clinical problems may take longer as the complaint will need to be referred to the clinician involved. Should we receive a complaint regarding community staff then the patient will be advised where to send their complaint. No complaint, however minor, will be resolved without a doctor being involved. The doctor responsible overall for the complaints procedure will be Dr Gita Desai, but complaints will be dealt with by the individual doctor concerned.
Patient's have the right to escalate their complaint to the Health Service Ombudsman if they are unhappy with our repsonse.
Time2Talk, NHS Black Country Integrated Care Board (ICB)
Civic Centre,St Peter’s Square, Wolverhampton, WV1 1SH
Email: bcicb.time2talk@nhs.net